Remitly Help

Below you'll find answers to frequently asked questions

If you still need assistance contact us. Our customer care team is available 24/7.

Top Questions

Can I track the status of my transfer?

To check the status of your transfers on Remitly.com, sign in to your account and select Transaction history. A list of all your in progress and delivered transactions is available.

Or, open the Remitly app on your mobile or tablet device. When you are logged in to the app, you are automatically taken to your Transfers so that you can easily view their status.

To help you track the status of your transfer, we will always send you status updates when your transfer is initiated and when it is completed. After your transfer is completed, both you and your recipient will receive a notification that the money has arrived.

You may also receive transfer status notifications from us if any of the following occur:

How do I change or cancel my transfer?

If you’ve chosen cash pick up or home delivery for your transfer and the status of your transfer is pending delivery or available for pick up, you’re able to make the following changes to the transfer on Remitly.com or in the Remitly app:

Edit the current recipient’s name

Change the transfer to another saved recipient

Edit a saved recipient’s name

Add a brand new recipient to the transfer

Follow these steps to update recipient information for your transfer:

Go to Remitly.com, sign in to your account, and select Transaction history. Or, open the Remitly app on your mobile or tablet device. When you are logged in to the app, you are automatically taken to your Transfers.

Select Edit (Note: If Edit is not visible, it means that you are not able to update this transfer.)

You are able to cancel most transfers, as long as the recipient has not received the funds.

To cancel a transfer, follow these steps:

Go to Remitly.com, sign in to your account, and select Transaction history. Or, open the Remitly app on your mobile or tablet device. When you are logged in to the app, you are automatically taken to your Transfers.

Go to the bottom of your receipt, and select Cancel transfer. If you do not see this option, give us a call.

To help us improve our service, please provide a reason for your cancellation

Once your transfer is canceled, we’ll provide you with a new receipt and send you an email confirming that your cancellation is in progress

If you cancel your transfer on the same day that you’ve sent funds, it’s likely that you will be refunded within 24 hours. For cancellations made the next day and beyond, refund timelines may vary depending on how far along your transaction is in the transfer process.

If your transfer is currently being reviewed by one of our partners, we may not be able to process your cancellation immediately. In these instances, cancellations could take up to 10 business days to complete.

What are your transfer limits?

When you first register with Remitly we limit the amount of money that you can send within a 24-hour period to comply with regulatory requirements. You may request an increase following this 24-hour period.

To request a sending limit increase:

Go to Remitly.com, sign in to your account, and select Sending limits. Or, open the Remitly app on your mobile or tablet device. When you are logged in to the app, select Increase limits from the menu.

Review the tiers, associated limits, and required information before selecting Apply now on the option that’s right for you.

We will usually send you an email within 48 hours to update you on the status of your increase request.

The Basics

Where can I find information about exchange rates, transfer fees, and which currencies Remitly supports?

We are committed to providing you with low fees and great exchange rates every single day.

Depending on where you are sending money, we may be able to offer you an Economy or Express delivery option. Typically, Express delivery will get your funds transferred faster for a slightly higher fee, while our Economy option will offer lower fees and a slightly larger delivery window.

What bank, cash pickup, home delivery, and mobile wallet partners do you support?

Remitly works with thousands of trusted partners worldwide to deliver money safely, securely, and on time. The partners we work with depends on the country that you’re sending money to.

For every transfer, there is a regional partner that is required to ensure your transaction adheres to the receiving country’s regulations, before exchanging and distributing your funds to the local bank or cash pick up location that you’ve selected. We coordinate all of this behind the scenes on your behalf, ensuring your funds take the quickest and safest path to your loved ones.

How fast can I send money with Remitly?

The time it takes to deliver your funds depends on where you are sending them.

We may offer two delivery speeds – sometimes called Economy or Express. We recommend using Express when you need to send money fast, delivery is usually within minutes when using a debit card, and Economy when you’re able to wait 3-5 business days for your funds to be delivered.

Does Remitly have a referral program?

Our Remitly Rewards program rewards you and every friend you refer who signs up and sends money with Remitly for the first time. The best part is there’s no limit to how many new customers you can refer.

To start earning Remitly Rewards:

Go to Remitly.com, sign in to your account, and select Earn rewards. Or, open the Remitly app on your mobile or tablet device. When you are logged in to the app, select Invite to Remitly from the menu.

To redeem rewards you’ve earned, simply log in to your Remitly account and send money back home. We automatically apply your rewards to your next transaction. You’ll see the rewards details in a green banner at the top of the send page and it will be noted as a Rewards Bonus on the confirmation page.

Security

What information does Remitly require and why?

Sometimes we will ask you to verify your identity. This is to keep you safe – ensuring you are the only one with access to transfer funds from your account – and to comply with anti-money laundering regulations.

For your convenience, we will use the information you provide when you join Remitly to verify your identity electronically. However, in some cases we may need additional documentation. The type of documentation we ask for depends on where you are sending money from.

Documents we may ask for include:

Driver's license

Passport

Bank statements

Mail

There are some instances where we may ask about the nature of your remittance. We know that sharing this information can feel uncomfortable, but our goal is to protect you, while meeting regulatory obligations.

Rest assured any information you provide to Remitly is securely stored in accordance with our privacy policy.

Why is my transaction being reviewed by your partner?

Just like us, our partners have a responsibility to review and confirm that every transfer adheres to international regulations. Sometimes you may receive a notification or email from us letting you know that our partner is reviewing your transaction. Don’t worry. This is very common. We send you a notification to keep you informed on the status of your transfer.

What do you need to do?

When you receive a partner review notification, we recommend that you regularly check your email for updates. If our partner requests additional information, our Customer Care team will send you an email explaining what we need and how to send it to us securely through the Remitly app or Remitly.com. Understanding the types of information we may ask for will help you be prepared and complete any potential requests successfully.

How long will the partner review process take?

The review timeline varies based on the partner and the circumstances of your transaction. Keep in mind that some reviews, especially those that require additional information from you or your recipient, may take more time. We work closely with our partners to ensure the process is completed as quickly possible.

How does Remitly keep my account and personal information safe and secure?

We work hard to protect your information and to ensure your peace of mind, and have a robust security system to keep you safe around the clock.

Our bank-level security uses 256-bit encryption so all the information you send to us remains private and secure. For example, the whole Remitly.com website (even when you don't log in), is served via encrypted, secure pages.

The servers that we use to store your information are protected both physically and electronically. They are behind a firewall and do not directly connect to the Internet.

We are certified PCI-DSS compliant and are highly regulated by government agencies to keep your valuable information safe.

If you encounter an unauthorized charge from Remitly, please contact us immediately so that we may secure your account and investigate the activity.